SALIHU AISHA
Address: Kubwa, FCT Abuja, Nigeria
Mobile: -, -
Email:-
https://www.linkedin.com/in/aisha-salihu
PROFESSIONAL SUMMARY
Detail-oriented Project Manager with hands-on experience managing software development projects and a proven record of identifying opportunities for process improvement and implementing best practices in project methodologies. Capable of influencing stakeholders at all levels and contributing to operational business processes' coordination, delivery and success. Possess an intrinsic ability to create innovative and feasible solutions to complex issues with a keen interest in managing software development projects. Adept knowledge of documentation, effective communication, quality assurance, budget tracking, client relations and team support developed through 5+ years of experience in various companies' customer service, administrative and office operations. Committed to lifelong learning in a fast-paced organisation with career growth opportunities.
CORE COMPETENCIES
Project Management
Process Improvement
People Management
Agile Methodologies
Team Leadership
Project Planning
Strategic Planning
Project Delivery
Stakeholder Management
Risk Management
Operational Management
Quality Control
Relationship Management
Requirement Analysis
Contract Negotiation
Project Portfolio Management
SKILLS HIGHLIGHTS
Proficient with the use of Project Management Tools (Jira, Trello, Confluence), Collaborative Tools (Slack, TeamViewer), CRM Tools (HubSpot, Zoho), Microsoft Office and Google Suite.
Demonstrated outstanding communication, interpersonal (Verbal and Written) and problem-solving skills in navigating difficult or delicate situations with customers to reach positive outcomes and develop long-term business relationships.
Strong Negotiation, numerical, analytical and organisational skills with the ability to multi-task and deliver on tight frames.
PROFESSIONAL EXPERIENCE
Agile Project Manager – (Remote) High Impact Career, UK 09/2023 – Present
Tracking and updating resources on the Jira board and Trello to a web development team working on an LMS project, ensuring that project deliverability reached 100%.
Collaborating with a cross-functional team of business analysts and product managers throughout the LMS project to achieve the predefined theme of Course Content Management.
Developing and demonstrating extensive knowledge and adherence to project management methodologies and best practices, applying them rigorously to steer the LMS project to successful outcomes.
Facilitating communication by constantly posting project-related documents on Confluence as the project team requires, enabling alignment with the goal of providing full access to training data.
Monitoring and managing the implementation and effectiveness of the Project Quality Plan through periodic reviews, documenting findings, and taking corrective actions to address shortcomings.
Customer Service Officer – Zenith Bank Plc 11/2018 – Present
Overseeing 60+ customers daily for the past 4 years, offering services such as new customer onboarding, aiding victims of fraud or theft, managing client expectations, and ensuring product and service satisfaction.
Processing 20+ debit cards daily and 30+ tokens per week on average, generating $5 in income per card or token issued.
Demonstrating leadership by guiding a team of 5 customer care representatives to a 95% customer satisfaction level and training 5 new hires in 3 months due to personnel shortages.
Fostered positive and trusting client relationships, resulting in 100% customer satisfaction and business referral ratings.
Promptly resolving customers' complaints and implementing preventive measures to avoid future issues, maintaining high customer satisfaction and retention ratings.
Administrative Officer/ Office Manager – Centrifuge Consulting 06/2018 – 10/2018
Raised employee satisfaction by 90% by serving as a single point of contact for more than fifty workers, handling administrative tasks and reporting directly to the CEO.
Prepared and filed contract bids and handled monthly tax clearance filing, enhancing tax compliance and an 18% rise in the success rate of contract bids.
Orchestrated the handling of office supplies, produced timely and accurate reports, and set up an effective records management system, which led to a 10% reduction in office supply expenses and time and resource savings.
Leveraged excellent budget management and negotiation skills to facilitate the prompt payment of utility and other bills, preventing late payments and saving the company 5% of costs within 4 months.
Customer Care/ Sales Officer (NYSC) – Hole19 Investments Limited 2016 – 2017
Implemented an escalated complaint resolution procedure, which reduced the time taken to resolve complaints by 20%.
Worked with a cross-functional 10+ sales and marketing team that increased customer engagement by upselling and cross-selling luxury goods and items, generating 20% of monthly sales revenue.
Improved customer relationships with the company and encouraged brand loyalty by valuing customers, catering to their needs, and providing exemplary service.
Oversaw the office in the supervisor's absence, providing 100% accuracy in official correspondence, transferring and filtering calls skillfully, and simplifying information requests with a faster response time.
EDUCATION
B.Sc. Economics – University of Abuja 2011 – 2015
CERTIFICATION, TRAINING AND PROFESSIONAL AFFILIATION
Project Management – High Impact Career, UK 2023
Graduate Member – Chartered Institute of Taxation of Nigeria (CITN) 2022
Certificate of Participation in Zenith Bank Plc Training – PeoplePlus Management Plc 2019
Certifications in Project Management and HR Management – Skill Edge Institute 2017
